Customer Success & Service Manager - Hybrid

This is an exciting leadership opportunity for a customer-focused professional to manage and develop a high-performing team, driving customer satisfaction, retention, and commercial growth.

We’re partnering with a well-established, technology-led business to recruit an experienced Customer Success & Service Manager for a 12-month fixed-term contract.

The successful candidate will lead a team of Customer Success and Service professionals, ensuring customers receive exceptional support and value throughout their journey.

The Role

Key responsibilities include:

• Leading, coaching and developing a team of 12–15 Customer Success & Service professionals
• Driving customer retention and satisfaction through excellent service delivery
• Managing customer escalations and ensuring timely resolution of issues
• Identifying opportunities for upselling and cross-selling services
• Monitoring team performance against KPIs and service standards
• Developing and implementing customer success strategies to improve engagement and loyalty
• Working collaboratively with senior leadership to support revenue growth objectives
• Reviewing processes and implementing improvements to enhance customer experience
• Building strong relationships with customers and internal stakeholders

About You

To be successful in this role, you will have:

• Previous experience in a Customer Success, Customer Service or Account Management leadership role
• Proven experience managing and motivating teams
• Strong commercial awareness with a focus on retention and growth
• Excellent stakeholder management and communication skills
• Experience handling customer escalations and complex issues
• A data-driven approach to performance management and continuous improvement
• Strong organisational and problem-solving skills
• Experience within SaaS, technology, or subscription-based services would be advantageous.

What’s on Offer?

• Salary up to £55,000
• Hybrid working (3 office days per week)
• Sheffield City Centre location
• 12-month fixed-term contract
• Leadership opportunity within a growing business
• Supportive and collaborative environment

If you’re an experienced customer success leader looking for your next challenge, we’d love to hear from you. Apply today or give Anna a call for a confidential chat.